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Tech Support? - Here's how NOT to do it.

By Deadly Ernest ·
About three months ago a socialising web site I've been a member of for some years made some significant changes to their web site that included a lot of new coding. Just after the changes occurred I went to MyAccount at the site and the home page displayed with a section replaced by a note "Some code errors have occurred on this page. Tech Support has been notified." It also said I had two emails - I'd got an email telling me I had mail at the site, hence the visit. On trying to access the email I kept getting messages the web page doesn't exist.

I sent an email to the site tech support help centre about the issue. I got the usual form letter 'Don't call us, we'll call you.'

Meanwhile, I examined the site code and found the issue seemed to be the way the new site code was selecting then placing my member ID in the code for the calling of the other pages. But couldn't see why it was causing errors with that as the code ID was right but the URLs kept coming up as not found. Don't you hate the 404s.

A week later I got an email from tech support telling me how to fix a problem totally unrelated to my problem. I politely responded with the original info again and explained I wasn't interested in creating a group. Two more days and I get an email saying it's fixed. I check, not fixed, so I respond it's not fixed.

Two more days and another email say - 'Stop bugging us while we fix it.' Well duh, they said they fixed, so why is telling them the fix didn't work an issue?

Another week and I get an email saying the case is closed. Check sight, no fix. Raise new error report on the same issue.

Three weeks later I post a note on site about the problem and my intention not to use the site if it doesn't get fixed soon. Four more weeks of no contact, so I remove all the personal information I can from the site, but the problem won't let me access all the areas so some of the things like photos are still there. I place a note on the page and the bulletin board about what's happening and the info I will no longer access the site at all.

Three more days and tech support send me a message saying it's fixed. revisit, not fixed. I send them this info and they say they've checked the site and the code, all is OK, must be a problem with my system.

Now we get to the crux of the matter.

I test access from several machines. Mac, problem; MS Win XP, all works; Free BSD, problem; PCLinux, problem; Kubuntu, problem; SuSe, problem. Win 98, problem.

I send their tech support this information and get a nastily worded response which summarises as - so you're silly enough to use Mac, our FAQs say Mac don' t work on the current site, why didn't you read the FAQs first?

I respond that I did read the FAQs and they say nothing about issues with Linux, which is what I used, the MAC only came in as a multi platform test.

The next email from their Tech Support long but summarises nicely as - stiff, we code for use with Win XP, if you're silly enough to use something else, bug off. Don't trouble us with this garbage again.

Well, they didn't give me MyTechSupport like they claim, and they clearly have some bad or weird code in their which I can't find. So I sent them an email saying I regard my account closed but since I can't access the area to delete, they best do it. A week gone by and it's still there.

Now the trick question for you all:

Can anyone think of one of the major Tech Support mistakes they did NOT make in this case?

I think this is a classic case of how not to do tech support.

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Somehow

by Slayer_ In reply to Tech Support? - Here's ho ...

Coding a website to only work in XP seems like more of an issue than bad tech support.
Even Microsoft.com works on all operating systems.

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Get their attention

by NickNielsen In reply to Tech Support? - Here's ho ...

Go in with a WinXP machine, retrieve your information, then put the email chain from this problem on your front page, including the email where you ask them to close your account. Obfuscate the addresses, but leave the time stamps there.

Then change the page banner to "Don't let this happen to you! Don't use this site."

Your account will probably be closed and deleted with 24 hours.

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Thanks for that, now all I got to do

by Deadly Ernest In reply to Get their attention

is drive the 40 kms to where I can access the XP machine again - I'll leave that to when I next visit him.

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Is it sensitive info?

by seanferd In reply to Thanks for that, now all ...

or could someone with an XP box do it for you?

And how in 4377 do you code a site to only work with XP?

Wow, their support is utter dreck - you are being courteous in the extreme by not revealing the site name.

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What they did to make it only work with XP has got me beat

by Deadly Ernest In reply to Is it sensitive info?

I can only think they have some proprietary code there somewhere that is searching for something first and isn't getting a match.

I know of one other web site I can't use properly as the whole site is interactive Flash and you need the very latest Flash Player to make it work, the Linux Flash player just doesn't cut it and I see a blank page at that site.

I must admit I thought you may have worked out the site by the way I refer to a few things on it. ****, it even has the same initials as another nasty boy.

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Oh, them

by NickNielsen In reply to What they did to make it ...

You're lucky you even got a response. Here in the States, they don't even condescend to respond unless you're a paying customer or a big name.

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They may have mistaken me for a paying customer

by Deadly Ernest In reply to Oh, them

who knows, but they sure don't do proper tech support or even basic niceness - they sure do a real nasty reply well.

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OK.

by boxfiddler Moderator In reply to Oh, them

Curiosity is killing this cat.

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think web socialising site

by Deadly Ernest In reply to OK.

two words - two letters and five letters and shares initials with another company often bad mouthed on here for bad tech support and nasty behaviour.

I'm scared to give their name outright in case they want to sue for slander or whatever.

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Yeah, I'm pretty sure now

by seanferd In reply to What they did to make it ...

to which site you are referring. They are really that bad, eh?

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